Direct Support For Partner’s Client

Introduction

Thank you for choosing GCE as your preferred hosting provider. GCE focuses on Partner’s Business success, by providing Super-fast Hosting powered by High Reliability & Secured Infrastructure, and Great after-sales Support.

GCE Key Differentiator & Eligibility – White labelled Support to Partner’s Client

GCE helps our Partner with their Client’s support request on domain, web hosting and email hosting issues. We directly reply to Partner’s Client request using our Partner’s designated hosting support email address (for example: [email protected]).

This way, Partner can in-turn provide 24/7 support coverage to their clients, and be assured their clients are well taken care of, without setting up their own Hosting Support Helpdesk. GCE also supports Partner’s Staff who requires assistance with any of the hosting account.

GCE covers Client’s Support request, for individual hosting subscription that are above SGD10/month (Partner price). For example, if Partner’s Client is subscribed to CloudWeb40 (SGD14/month), they will have direct support from GCE.

GCE Support System

GCE Support System automatically download emails from Partner’s designated email account, and when GCE replies to your client, it will be from the same email address, fully branded using our Partner’s business name. We position ourselves as your in-house Cloud Hosting Support team.

Categorization of Client’s request

In order for GCE to support our Partner and their Clients effectively, we have categorised the request as follow

  • Sensitive Request: We require Partner’s involvement, such as Approval, or Billing related issues. For such cases, we will CC the Partner assigned Point-Of-Contact (POC)
  • Non Sensitive Request: GCE will support the Client Timely and Professionally.

Examples of Sensitive Requests

  1. Price of the plan
  2. Asking for a quote
  3. Cpanel Password Reset
  4. Website Password Reset
  5. Service Renewal

Examples of Non Sensitive Requests (Client to provide the login credentials on GCE request)

  1. Email Account Password Reset
  2. Unable to send out email from web application (with error)
  3. Unable to send out email from email address (with error)
  4. Client unable to receive/download email
  5. Client email unable to reach recipient
  6. Website not loading
  7. Website functions unable to load properly

How GCE supports Partner’s Client:

  1. Partner’s Client → Partner’s POC → GCE
  • Partner’s Client raise a support request on a hosting matter to Partner’s POC via email
  • Partner’s POC find out that problem is related to web hosting
  • Partner’s POC forward email to [email protected] (Manned by GCE 24/7)
  • GCE Support reads the email and determine if case is sensitive or non sensitive.
    • For sensitive request
      • GCE will respond to Client that the case will be escalated to relevant department for further assistance
      • GCE will be forward to Partner’s POC in private
        • Upon Partner’s POC further instruction, GCE will assist client further or inform Client that Partner’s POC name will be getting in touch with them
    • For non sensitive request
      • GCE will provide solution to Client directly via email
      • GCE will close the ticket after issue is resolved
  1. Partner’s Client → Partner’s [email protected] (Manned by GCE 24/7)
  • Partner’s Client raise a support request on a hosting matter to Partner’s designated support email (Manned by GCE 24/7)
  • GCE Support on shift picks up the email and determine if case is sensitive or non sensitive.
    • For non-related request
      • GCE will refer Client to Partner’s POC, and CC Partner’s designated POC email
    • For sensitive request
      • GCE will respond to Client that the case will be escalated to relevant department for further assistance
      • GCE will forward to Partner’s POC in private
        • Upon Partner’s POC further instruction, GCE will assist client further or inform Client that Partner’s POC name will be getting in touch with them
    • For non sensitive request
      • GCE will provide solution to Client directly via email
      • GCE will close the ticket after issue is resolved

Onboarding

  • Partner will need to decide on the support email address, and send GCE the email address and password
  • Partner to provide us an email address for their company point of contact, should any support request needs approval or escalation.

For feedbacks and suggestions, please feel free to reach out to [email protected]